Carnival Source

Hi ***. This customer placed an order on our website (CarnivalSource.com) April 9th, 2018, using her computer (her IP address was recorded as 1***.23) and unassisted by us. Somehow she entered an address that is a valid address in New York but not her address. This is the
address she provided on her order when she submitted it to us: *** *** ** *** *** New York NY United States That is a valid street address in New York City and we had no reason to doubt it was not the correct address. There were no red flags with her order, therefore right after she placed the order, the order was automatically sent to our warehouse where it was processed and shipped the next day (April 10th, 2018). Not one detail on the order that she provided was edited by us She had multiple opportunities to notice the incorrect information she had submitted to us but failed to do soShe could have noticed it prior to submitting the order on our websiteDuring the checkout process, both the billing and shipping information, along with the items being ordered and their associated cost, are displayed so that the customer can ensure everything looks correct prior to submitting their order. She failed to do this. Secondly, she could have noticed her mistake on the order email confirmation that was sent to her immediately after placing her order. She failed to do so. Lastly, she could have noticed her mistake when we sent her the tracking information for her shipment on April 10th, but she failed to do so. In fact, she did not contact us about the mistake she made until April 14th, 2018, which was after her order was already delivered (April 13th, 2018) to the incorrect address she provided as her shipping address. Once she contacted us and told us that the address should have been ** *** ***, Valley Stream, NY 11580, I spent a couple hours on the phone working with UPS and trying to get them to see if they could pick up the order from where it was delivered in NYC. Unfortunately, the address she provided us on her order is an apartment complex and she did not also include an apartment number with the incorrect address she provided so there is no way for UPS to determine exactly where it was delivered. I have explained these details to the customer on several occasions but she does not seem to want to admit her mistake. I understand her frustration but I cannot offer her a refund on the order without having the items returned that I shipped to the address she provided. I offered to give her a discount on a replacement order but she has not accepted that offer. The mistake was made by the customer and can easily be proven using her IP address, order email confirmation and other computer forensics if needed. Let me know if you have any other questions about this Thanks, ***